Inside Sales Account Specialist

Your activities

Assigned to the most complex customers, partners, and processes designed to proactively respond to inquiries and requirements from business partners/customers in a timely and professional manner incl. product information, price, availability, lead-time, order entry, technical assistance, expediting, etc. May recommend process improvements, or assignment of particular circumstances to other product/customer responsible specialist in the department

Responsible for consistently delivering service excellence to all customers/partners, maintaining high level of professionalism, integrity, ethical behavior, and mutual respect at all times.

Leads business partner/customer visits to WIKA locations and coordinates with other departments to ensure business objectives are achieved

Travels to business partner/customer sites to support business objectives on a quarterly basis (7-10% travel)

Leads regularly scheduled reviews of business partner/customer accounts to include sales figures, products sold, and forecasting for future demands

Recommends to management major changes to operating procedures, implements improvements to certain assigned standard operating procedures, on their own, and aligning on business guidelines that drive improved service levels

Initiates and takes ownership of corrective actions derived from comprehensive analysis of business partner/customer feedback.

Designs and spearheads targeted initiatives and programs aimed at elevating the NPS (Net Promoter Score) for designated business partners/customers, taking full ownership of their implementation and success.

Proactively uncovers avenues for optimizing services and tools, enhancing business efficiencies in collaboration with partners/customers; actively leads the implementation of e-business solutions in partnership with them.

Champions mentorship, offering expertise and guidance as a cornerstone of the customer care team, effectively seizing opportunities and decisively resolving issues.

Leads by example in fostering continuous learning, actively engaging in group trainings while proficiently demonstrating an advanced level of product, application, business, or industry knowledge. Moreover, takes an active role in training and mentoring junior members within the customer care team, imparting expertise and guidance to ensure their growth and development.

Develops business partner/customer training programs for inside sales in alignment with annual Mutual Action plans

Actively manages and cultivates the relationship matrix between WIKA inside sales teams and our valued business partners, taking full ownership to ensure seamless collaboration and mutual success.

In assigned product and customer assignment, is the liaison between business partner and other WIKA departments (e.g. PMO, Tech Support, etc.) and in doing so maintains excellent internal relationships across the organization

Champions proactive cross-selling initiatives to expand WIKA sales specifically with designated business partners/customers. Additionally, instructs and guides others on navigating the complexities of products and engaging with high-level customers/partners, fostering their ability to capitalize on cross-selling opportunities effectively.

Leads special projects as assigned

Other duties as assigned

Your profile

Bachelor's degree in Business or Technical field or equivalent experience in field

Hands-on experience in Customer Service, Account Management, and/or Inside Sales is essential for this Senior Subject Matter Expert role, typically 5-7 years working with Manufacturer's Reps, Distributors and OEM Customers

Proven proficiency in deciphering and precisely interpreting complex customer drawings within WIKA's product portfolio, including the capability to deeply comprehend and translate intricate customer drawings to ensure seamless integration and support within the customer's operational framework.

Demonstrated ability to swiftly and comprehensively process intricate technical information within assigned specialized technical product domain in order to rapidly analyze and effectively apply complex technical details to ensuring precise and informed support for our customers' critical operations.

Effectively articulate and convey complex technical information with precision in both written and verbal communications, demonstrating strong interpersonal etiquette and professional demeanor, including over the telephone.

Expert proficiency in the comprehensive utilization of Microsoft Office
365 Suite for intricate data analysis, reporting, and documentation.

Advanced expertise in navigating and leveraging the capabilities of Microsoft Dynamics ERP, particularly in managing and interpreting customer data and orders.

Voice of the Customer (VOC) and Customer-Centric Lean Six Sigma training, a plus